Learn about task assignment methods for an application configuration

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • The Appointment Booking feature works with Field Service Management task assignment methods to effectively assign tasks and manage appointments.

    Appointment Booking supports these task assignment methods:
    • Auto-assignment
    • Dynamic scheduling
    • Manual
    Appointment booking provides enhancements that help with scheduling efficiency:
    • Automatically identifies the most suitable dispatch group for each appointment-based task.
    • Prevents tasks with booked appointments from becoming unassigned.
    • Calculates agent and group availability accurately for appointment windows.

    Dynamic scheduling

    Appointment booking adds unassignment criteria to the dynamic scheduling configuration that prevents work orders and work order tasks with appointment windows from being unassigned. It also adds criteria that prioritizes work orders and tasks with appointment windows.

    Navigate to Field Service > Administration > Dynamic Scheduling Configuration.
    • The Task Filters related list includes an Appointment Tasks filter for tasks that have an appointment window and are in the Pending Dispatch state.
    • The Un-Assignment Constraints related list includes the Has Appointment constraint that prevents tasks with appointment windows from being unassigned.

    Rescheduling work start and work end times

    When a work order is created for a booked appointment, or when an appointment is booked for an existing work order, the appointment window start and end times are used for the work order task Window start and Window end times.

    For work order tasks that have scheduled appointments, dispatchers receive warning messages if they change any of the following fields:
    • Window start
    • Window end
    • Scheduled start
    • Scheduled travel start